Tier 2 Technical Support

Description
Our client is seeking a Service Desk Analyst II (Lead) to serve as the primary escalation point for end-user support and provide day-to-day guidance to a student-based Tier 1 helpdesk team. This role combines strong hands-on desktop support expertise with light leadership, coaching, and operational oversight responsibilities while the Helpdesk Manager is on leave.
The ideal candidate is a technical problem-solver and a supportive mentor who can ensure high-quality service delivery, maintain team productivity, and act as a bridge between Tier 1 support and senior engineering staff.

Key Responsibilities
Tier 2 Technical Support
Serve as the primary escalation point for Tier 1 helpdesk (student staff) for complex desktop, application, and account issues
Troubleshoot and resolve issues related to:
o Windows operating systems and Microsoft ecosystem (O365, Teams, Outlook, OneDrive, etc.)
o Endpoint hardware (laptops, desktops, peripherals)
o Identity/access issues and basic system integrations
Document troubleshooting steps, resolutions, and knowledge articles in Jira
Collaborate with Tier 3/senior analysts on advanced issues
Team Leadership & Coaching
Provide day-to-day guidance and support to Tier 1 student helpdesk staff
Coach team members on troubleshooting approaches, customer service, and best practices
Assist in task prioritization and ticket triage to ensure SLA adherence
Act as a point of contact in absence of the Helpdesk Manager, escalating operational concerns as needed
Help reinforce documentation standards and knowledge sharing
Service Desk Operations
Manage ticket queues in Jira, ensuring timely intake, prioritization, and resolution
Maintain high levels of customer satisfaction through clear communication and follow-up
Identify recurring issues and recommend process or technical improvements
Support onboarding/offboarding processes and device provisioning

Required Qualifications
3-5+ years of experience in desktop support or helpdesk (Tier 2 or above)
Strong hands-on experience with:
o Microsoft technologies (Windows, M365/O365, Active Directory/Azure AD)
o Hardware troubleshooting and endpoint support
Experience using ticketing systems (Jira preferred or equivalent)
Proven ability to troubleshoot complex issues independently and escalate appropriately
Strong interpersonal skills with the ability to coach, guide, and support junior staff
Excellent communication and customer service skills

Preferred Qualifications
Experience in higher education IT environments or supporting student users
Prior experience in a lead, mentor, or acting supervisory role
Familiarity with IT service management (ITIL concepts, SLA management)
Experience working with student or early-career support staff

Work Environment & Logistics
Onsite role (Monday-Friday)
Parking: Free and widely available during summer months
Transit: Public transportation support available
Collaborative, mission-driven campus environment
Skills
Jira, Microsoft Office, Microsoft Windows
Top Skills Details
Jira, Microsoft Office, Microsoft Windows
Additional Skills & Qualifications
What Success Looks Like
Smooth daily operations of the helpdesk in the manager's absence
Well-supported and improving Tier 1 student staff
Efficient ticket resolution and reduced backlog
Strong partnership with senior analysts and IT leadership
Experience Level
Intermediate Level
Job Type & Location
This is a Contract position based out of Seattle, WA.
Pay and Benefits
The pay range for this position is $35.00 - $40.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Seattle,WA.
Application Deadline
This position is anticipated to close on Jul 2, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.